Integrating Remedy applications with BMC Digital Workplace Catalog
Enable the Remedy Action Request System (AR System) application integration so BMC Digital Workplace Catalog workflows can communicate with Remedy applications or applications developed on the Remedy platform.
Functionality enabled through Remedy application integration
The following table shows a few examples of the features that require this integration.
|Remedy application||Example of integrated functionality|
|BMC Approval Central|
A service catalog administrator can design a workflow that sends a request for approval before fulfilling the request.
For more information, see Workflow to request approval.
|BMC Service Request Management or BMC HR Case Management|
Information is sent from the Remedy server back to BMC Digital Workplace Catalog. For example, the integration script installs the WOI:WorkOrder_ChangeStatus filter in Remedy IT Service Management; this filter sends a work order status each time the value is changed.
For more information, see Configuring a system to return a response.
|Custom applications developed on the Remedy platform|
A BMC Digital Workplace Catalog workflow can use generic actions to create and modify records through any AR System form.
For more information, see Remedy connector.
Integration process overview
The following diagram illustrates the process for integrating Remedy applications with BMC Digital Workplace Catalog, so that end users can request services.
An administrator run the integration script on each AR System server that hosts a unique Remedy application. The integration script installs the required objects and populates the database entries that support the integration. Afterwards, the administrator must create records through the configuration forms to define the relationship between the Remedy application and the BMC Digital Workplace Catalog server. For Remedy applications deployed in a server group, run the integration on the primary server only. Then duplicate the ARSystemInstallDir/remoteaction folder onto each of the secondary servers.
The catalog administrator configures a connection that uses the Remedy connector to connect to the Remedy application server. If applications run on different servers, the catalog administrator must create and configure a connection for each server, and must also set the default connection for ITSM functionality. After completing the integration, the catalog administrator creates services that use the connection, and end users request the services.
Before you begin
Download the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file from BMC Electronic Product Distribution (EPD).
For instructions, see Downloading the BMC Digital Workplace Catalog installation files.
If you are upgrading BMC Digital Workplace Catalog from an earlier version, you should perform the integration with the latest script version to ensure compatibility with this release.
Before you perform the integration on an AR System server, rename the existing ARSystemInstallDir/remoteaction folder so that the script will create a new folder.
- (Windows) Rename C:\Program Files\BMC\ARSystem\remoteaction to C:\Program Files\BMC\ARSystem\remoteactionOLD.
- (Linux) Rename /opt/bmc/ARSystem/remoteaction to /opt/bmc/ARSystem/remoteactionOLD.
Obtain the credentials to administer the AR System server.
Parameter Example value
For each application to be integrated, enable the AR System Object List on the server.
For instructions, see "To enable and use the AR System Object List" in .
- (Optional) If you want to inspect the objects that are created by the integration script, configure BMC Remedy Developer Studio with access to the AR System server.
For instructions, see .
To run the Remedy application integration script
Copy the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file onto the AR System server, and extract the files into a temporary folder.
- Open a command line or terminal window.
Ensure that the JAVA_HOME environment variable is set.
> echo %JAVA_HOME%
# echo $JAVA_HOME
If it is not set, set the JAVA_HOME environment variable.
> set JAVA_HOME="C:\Program Files\Java\latest"
# export JAVA_HOME=/usr/java/latest
Run the script for the server operating system.
> install.bat Enter AR System install directory :C:\Program Files\BMC Software\ARSystem Enter AR System admin user :Demo Enter AR System Password :password Enter ITSM hostname :bmc-itsm-sample Enter port number [zero if no port] : 0
# sh ./install.sh Enter AR System install directory :/opt/bmc/ARSystem Enter AR System admin user :Demo Enter AR System Password :password Enter ITSM hostname :bmc-itsm-sample Enter port number [zero if no port] :0
The Linux script packaged in the zip archive is not executable. To run the script, do one of the following:
- Invoke the sh command line interpreter to run ./install.sh .
- Issue the command chmod +x install.sh to make the script executable.
The script copies the required files and installs the forms, filters, and escalations.
To verify that the installation is complete
After you run the integration script the first time, you might want to inspect the files, forms, filters, and escalations that were loaded onto the server. You do not have to verify the creation of these objects with every integration.
Open the Remedy AR System ARSystemInstallDir folder and check for the creation of a remoteaction folder. The same files are created on both Windows and Linux systems.
Open BMC Remedy Developer Studio and log on as the AR System administrator.
Verify whether the following objects have been created:
If all the files, forms, filters, and escalations were created as described, then the installation was successful.
To configure the callback to the BMC Digital Workplace Catalog server from the AR System server
Use the Remedy Mid Tier for the AR System server to create records to specify the BMC Digital Workplace Catalog server that shall receive the callbacks.
Open the AR System Objects List on the mid tier by using a URL similar to the following example. Replace
<bmc-itsm-sample.com> with the address of the AR System server.Example
- When you are prompted, log on as an administrative user who has access permission use the following forms to create records:
Some systems require the AR System administrator to access these forms. Other systems allow an application administrator to access these forms. Contact your IT administrator if you are not sure.
Search for the form SB:LocalApprovalConfiguration, and then create the following record with values that match your system configuration:Example
Search for the form SB:RemoteApprovalConfiguration, and then create the following record with values that match your system configuration:Example
- Remain logged into the AR System server and proceed to flush the SB:ServiceRequestStub cache.
To flush the SB:ServiceRequestStub cache
- From the AR System Objects List, search for the form AP:Form and open it.
Within AP:Form, search for the SB:ServiceRequestStub form.Example
Go to the Advanced tab.
- Clear the value for Application Request ID and then Save the form.
- Return the field value to $SBServiceRequestID$ and then Save the form again.
To configure connections for ITSM functionality
A catalog administrator must configure at least one connection that uses the Remedy connector. To use Atrium Configuration Management Database (CMDB) functionality, a catalog administrator must also configure a connection that uses the CMDB connector. When you create the first connection for the Remedy connector, the system sets this connection as the default connection for entitlements and approvals. If you are integrating with Atrium Configuration Management Database (CMDB), when you create the first connection for the CMDB connector, the system sets this as the default CMDB connection. For information on creating connections, see Configuring service connectors.
To set the default connections for ITSM functionality
If you have more than one connection that uses the Remedy connector or more than one connection that uses the CMDB connector, a catalog administrator can set the default connection in BMC Digital Workplace Catalog.
To change the default connections from the default values set by the system, perform the following steps:
- Click the configuration gear ( ) to open Application Settings.
- In Default Connections section, select the applicable connections:
- Entitlement/Approval–Displays connections that use the Remedy connector. Select the connection to the Remedy Service Request Management server. The connection to this server is used for entitlements and approvals, and should connect to the same Remedy ITSM server that is configured in BMC Digital Workplace.
- CMDB–Displays connections that use the CMDB connector. Select the connection to Atrium CMDB.
- Click Save.
Troubleshooting the integration
Perform these tasks if you experience any problems while running workflows after you configure the integration to an AR System server.
Options you can use to troubleshoot the AR System server integration
- To monitor a request to observe the fields updated by a filter action, log on to the mid tier to access the AR System server and search for records created through the SB:ServiceRequestStub form.
- To investigate issues with the integration script, log on to the AR System server and go to the following log:
- (Windows) C:\Program Files\BMC Software\ARSystem\log\remoteaction.log
- (Linux) /opt/bmc/ARSystem/log/remoteaction.log
- To troubleshoot issues with the approval engine, log onto the AR System server and go to the approval log (which must be enabled):
- (Windows) C:\Program Files\BMC Software\ARSystem\arserver\db\arapprov.log
- (Linux) /opt/bmc/ARSystem/arserver/db/arapprov.log
For more information, see .
To troubleshoot the communication from the BMC Digital Workplace Catalog server
- Open the BMC Digital Workplace Catalog server file system. Replace <installLocation> with the location of your BMC Digital Workplace Catalog application.
- Review the following log: <installLocation>/db/bundle.log
(Recommended) Run-time log example:
# tail -f /opt/bmc/digitalworkplace/db/bundle.log
Text editor log example :
# vi /opt/bmc/digitalworkplace/db/bundle.log
To troubleshoot issues with status updates from work orders
Issue: BMC Digital Workplace Catalog might not receive status updates from work orders. The Remedy connector uses the WOI:WorkOrderInterface_Create form to create and track work orders to completion. By default, the SYS:Application CleanUp form deletes records from the WOI:WorkOrderInterface_Create form after one day (based on the retention period).
Workaround: Extend the retention period to a longer period (such as 60 days) that allows sufficient time for the work order to be completed. To extend the retention period, perform the following steps:
- From the AR System server, search for the form SYS:Application CleanUp, and open it.
The SYS:Application CleanUp form includes records for the forms for which it deletes record.
- Search for the WOI:WorkOrderInterface_Create form, and change the value of Retention Period(Days) to the longer retention period, such as 60.
- To save your changes, click Save.
Where to go from here
To configure connections to additional Remedy application servers, see Configuring service connectors.
To import services from Remedy Service Request Management, see Importing service catalog items.
To create services, see Adding and updating services.